Common Support Issues

I forgot my password. How can I get in to my account?

You can recover your account. When you recover your account, you are sent an email to the email address on the account. The email contains a link that you must click to recover your account. Once you've clicked on the link, you'll be taken to a page where you can type in a new password. Account recovery links expire after 24 hours.

I am not receiving audio.

If you have powered speakers, make sure they are turned on.

Ensure that the speakers are correctly plugged in to the computer's speaker or line-out jack (usually colored green).

If your speakers have a volume control knob, make sure that your speakers are turned up.

Make sure the volume control on your operating system isn't muted and it turned up.

If you still do not receive audio, your internet connection may not be fast enough to receive video.

I am not receiving video.

Try upgrading Flash to the newest-available version. If you still do not receive video, your internet connection may not be fast enough to receive video.

When I try to pull up the event, it just says 'Connecting...' and never finishes loading.

Check the 'Network' section in the diagnostics applet to the left. Make sure that all servers listed show 'Success' for both Port 80 and Port 1935. If you are at your place of business, there may be a firewall in place restricting traffic that is preventing you from using the console to view the event.

The audio sounds like it's stuttering; cutting in-and-out.

If your audio sounds like it's stuttering, the cause could be that your internet connection is too slow to provide a continuous, uninterrupted audio broadcast. This issue can also be caused by your computer not being fast enough to play the audio without stuttering. Try rebooting your computer. If that does not solve the issue, try using a different web browser.